Government technology professionals and private sector companies serving the public sector are constantly seeking innovative solutions to improve efficiency and enhance resident experiences. One area ripe for transformation is benefits communication, often a source of confusion and frustration for public employees. A recent deployment in a large Southern California county demonstrates the power of generative AI chatbots to address this challenge head-on.
This county, one of the largest in the U.S., faced a significant hurdle with the launch of a new paid family leave pilot program. Initially rolled out to over 13,000 employees, with plans to expand to over 100,000, the county's Human Resources department anticipated a surge in employee inquiries. Their existing resources simply couldn't handle the projected volume, creating a potential bottleneck in program adoption and employee satisfaction. They needed a scalable, efficient solution capable of delivering accurate information quickly and effectively.
Enter Xerox's Robotic Process Automation (RPA) team, who partnered with the county to develop a cutting-edge generative AI chatbot. This wasn't a generic chatbot; it was built using a private AI model specifically trained on the intricacies of the new paid family leave program. This targeted training ensured the chatbot possessed a deep understanding of the program's details, enabling it to provide accurate and contextually relevant responses to employee questions.
What sets this solution apart is its use of generative AI. Instead of relying on pre-programmed responses, the chatbot engages in fluid, conversational interactions with employees. This natural language processing capability allows employees to ask questions in their own words and receive clear, comprehensive answers. The chatbot's ability to understand nuances and adapt to different phrasing significantly improves the user experience compared to traditional, rule-based chatbots.
Furthermore, the solution is designed for scalability. Whether handling a trickle of inquiries or a flood of questions during peak periods, the chatbot can seamlessly scale up or down to meet demand. This elasticity is crucial for government agencies dealing with fluctuating workloads and public inquiries.
The results of this implementation have been impressive. Employees can now access accurate information about the paid family leave program quickly and easily, empowering them to make informed decisions about their benefits. This improved access not only enhances employee satisfaction but also frees up the HR team to focus on other critical tasks. By automating routine inquiries, the HR department can dedicate its expertise to more complex issues and strategic initiatives.
Another key advantage of this generative AI solution is its adaptability. As the paid family leave program evolves and updates are implemented, the chatbot's training data can be easily refreshed. This ensures the chatbot remains a reliable source of current information, eliminating the need for constant manual updates and minimizing the risk of disseminating outdated or incorrect details.
This successful deployment serves as a compelling example of how generative AI chatbots can revolutionize public sector benefits communication. By providing accurate, accessible, and scalable solutions, government agencies can improve efficiency, enhance employee satisfaction, and ultimately, better serve the public. As generative AI technology continues to advance, we can expect to see even more innovative applications emerge, transforming the way government interacts with its employees and constituents.
Visit Xerox for more information or contact Michelle Yoshino, Xerox Public Sector General Manager, at Michelle.Yoshino@xerox.com.
Xerox services are available through the following state, local, and national contracting options: State of California Software Licensing Program (SLP), NASPO ValuePoint’s Copiers & Managed Print Services Portfolio, California Multiple Award Schedules (CMAS), OMNIA Partners, Sourcewell, and the LA County Enterprise Services Master Agreement (ESMA).
About Xerox Holdings Corporation (NASDAQ: XRX)
Xerox Corporation (NYSE: XRX) is a technology leader that innovates how the world communicates, connects, and works. Xerox embraces the integration of paper and digital, the increasing requirement for mobility, and the need for seamless integration between work and personal worlds. Learn more at www.xerox.com and followXerox on LinkedIn.
